Customer Experience Coach

This is the next step up from the phones: running numbers and people at a medical scheme call centre in Hammarsdale. This is a good step for someone who wants proper routine and a manager who notices good work.

You'll be based at a medical scheme call centre in Hammarsdale. Living nearby, or on a taxi route to it, really helps. Weekend work is on a roster, so you won't be on every weekend.

• Listen to call recordings and score them on the quality form.
• Report weekly on service level, AHT, CSAT and attrition.
• Run morning huddles and share yesterday's stats with your team.
• Take escalated calls that agents cannot resolve.
• Give one-on-one feedback with a clear action and a follow-up date.
• Watch real-time queues and move agents between skills when volumes spike.

• Matric, with a relevant diploma an advantage
• Flexible for shift cover across the week
• Strong Excel: pivot tables, VLOOKUP and simple charts
• You can give tough feedback kindly and follow through
• At least 2 years as an agent and 1 year coaching or supervising
• Written English good enough for client reports

• Workforce tools such as NICE, Verint or Genesys
• COPC or similar contact centre standards exposure

• Management development programme
• Medical aid and retirement fund contributions
• Laptop and data for remote reporting days
• Team performance bonus paid quarterly

• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").